SHANTI MAURICE STANDARD OPERATING PROCEDURE
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29-05-2020
TITLE
CREDIT CARD PAYMENT PROCEDURE
Creation Date
DEPARTMENT
FRONT OFFICE
Version No
PERSON RESPONSIBLE
DUTY MANAGER
Version Date
1.0 Definitions The ensure the accurate handling of credit card payment within required standard. To ensure that a complete and accurate process is made on the Opera system.
2.0 Responsibilities Receptionist Responsible for the application of the SOP on a daily basis Duty Manager / Front Office Supervisor Orchestrates the entire sequence and helps wherever required.
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A
TITLE
CREDIT CARD PAYMENT PROCEDURE
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3.0 Enhanced Hygiene Standard 3.1.1 Cleaning Properties
3.1.2 Cleaning and Disinfection Process
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TITLE
CREDIT CARD PAYMENT PROCEDURE
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3.1.3 Products Technical Sheet
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TITLE
CREDIT CARD PAYMENT PROCEDURE
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3.1.4 Cleaning Frequency
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CREDIT CARD PAYMENT PROCEDURE
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4.0 Credit Card Payment Process 4.1
Credit Card Payment Flow
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TITLE
4.2
CREDIT CARD PAYMENT PROCEDURE
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Credit Card Payment Flow
The guest requests to settle / make a partial payment of his / her accout. Receptionist confirms the amount and informs guest that bank service charge of 10% is applicable on the amount taken.
He calculates the 10% of bank service charges and sums up the amount to be debited from guest’s credit card. He makes a print out of the guest's final invoice for the guest to review and approve.
Receptionist identifies the type of guest’s credit card. He verifies that the name on the credit card tallies with the name registered in Opera. He checks the validity of the expiry date on the card.
Receptionist checks the amount to be deducted by referring to Billing tab of Guest profile. He confirms with the guests the amount to be taken from the card.
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TITLE
CREDIT CARD PAYMENT PROCEDURE
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REF: FO COV 6
He inserts the credit card in the swipe machine and inputs the correct amount. He allows the guest to insert his pin code and proceeds with payment. For AMEX, Receptionist requests the guest to sign on merchant sales receipt slip.
He creates a transfer of credit in rupees on guest's folio to even out to a zero balance and prints a receipt with duplicate copy.
He requests for guest's signature on both Opera receipts with payment & zero balance. He also signs on both receipts.
He attaches copy of Opera receipt with credit card slip (customer copy) and submit to guest. The guest is thanked. He attaches original Opera receipt with credit card slip (merchant copy) to keep for filing and Night Auditor.
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TITLE
CREDIT CARD PAYMENT PROCEDURE
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5.0 DISTRIBUTION General Manager Resident Manager Financial Controller Front Office Manager Duty Manager
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